Senior Order Management Specialist

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The Senior Order Management Specialist (SOMS) is responsible for the entire order life cycle (quote submission, order processing, permissioning, and billing) while providing support to the account team and associated client base. This includes meeting requirements and deadlines in an accurate and timely manner, and ensuring customer satisfaction throughout the quote to billing process. Responsible for the quote to billing process, this function is the main administrative support role for sales and clients. The SOMS takes actions to ensure all client positions are accurate for sales reporting, order and billing processing, and client management. The SOMS understands full functionality of quote/order management systems. Working closely with clients, sales, and other internal teams - the SOMS proactively seeks to meet daily and monthly goals. This role utilizes project management skills in coordination with organizational and relational abilities to promote excellence in teamwork and service.

Order Management

* Create, Issue, and Manage the Quote to Billing process
* Work with Sales and Legal as appropriate to prepare contract & applicable side letters, including uploading into document housing systems
* Obtain information required to process order (user data, product reference details, installation details, exchange requests, billing dates, sales codes, billing account contacts)
* Ensure appropriate approvals are in place prior to quote submission
* Ensure any off-line pricing calculators and/or product-specific checklists are completed prior to quote submission
* Verify equipments needs, communication requirements and general client needs, making sure to provide timeframes and set client expectations accordingly
* Escalate all delays to internal departments where interaction is required.
* Implement release of billing for all services and charges
* Ensure DAD changes are communicated to sales and processed per the Global DAD guidelines

Account Maintenance

* Maintain accurate client site billing & location details, and contact/user records on internal systems
* Monitor & cleanse sales order admin database regularly
* Reconcile out of date Opportunities to orders
* Provide timely support and resolutions regarding Data and Compliance issues
* Review Free Trial expiration notices with account teams

Relationship Management
* Establish key client relationships in order to facilitate improved administration and customer satisfaction
* Manage and resolve external & internal queries relating to quote/order status, client account information/permissioning, and compliance issues
* Assist clients with Data Access Declarations
* Partner with relevant groups to participate in pending book meetings, ensuring follow-up actions are completed
* Liaise with sales and clients for issues relating to customer administration issues
* Act as mentor/coach to new hires and existing staff as required

Project Management

* Establish communication between internal and external groups
* Provide timeline and set expectations
* Coordinate orders, permissioning, training, and billing
* Consult with product teams, trainers, and systems support to identify service-impacting issues
* Contribute to new process releases and system enhancements by providing insight and performing tests
* Work with Head Offices and other regional CA groups on global deals
* Provide insight to Global Project Managers to ensure processes and contracts take in to consideration the specific regional requirements
* Work with Sales and Client to identify "time-saving" and "cost-saving" opportunities where needed

* Degree/professional qualification Business Admin or equivalent work experience preferred
* English language plus other languages required according to local business requirements
* Proficiency in office suite and Siebel preferred
* Good customer service skills
* Ability to grasp technical concepts, understand diverse hardware platforms, operating systems, data communications and networking
* Understanding of financial markets and Reuters and Thomson products
* Good understanding of internal admin systems such as CRM, COMPASS
* Detail oriented with good analytical skills
* Ability to communicate at all levels and work in a team
* Understanding of compliance with company practices and methods of working
* Ability to work independently on multiple activities, showing appropriate level of prioritisation and escalation skills
* Flexibility and an appreciation of a fast-moving and international environment
* 3-5 years customer service experience within Thomson, Reuters or relevant industry

Thomson Reuters employees take pride in providing our customers around the world with information that is timely, accurate, unbiased and trusted. We have a profound respect for the professions and customers we serve and define our success in terms of their success. Our work environment is dynamic, innovative and entrepreneurial. We have a result-oriented culture that demands excellence, agility, and the desire to move quickly and precisely to seize opportunities. Our environment is both challenging and supportive - we give employees the opportunity to develop their skills and do their best work.

Thomson Reuters values diversity of culture and thought and seeks talented, qualified employees in all its operations around the world regardless of race, gender, national origin, religion, sexual orientation, disability, age or any other protected classification under country or local law.

Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer.